ASOS customer service

[Deleted User]

I'm glad it's not just me. I ordered 7 items and was told I had qualified for free next day delivery. I was happy with the bog standard but the site went to pains to advise me they could deliver sooner, and for free! Four days later I emailed them as nothing had showed up and only then did they tell me that actually all of the items were out of stock (even though the website had stated in stock) and so they had refunded me and emailed me. Only they hadn't emailed me at all, and I hadn't deleted any spam in the days since etc so I could see very definitely that they hadn't. When I queried the fact that it seemed a bit odd that the same error could have happened on seven totally different items on their site in different sizes, the response I got back was "yeah, seems a bit weird doesn't it? Oh well, you're welcome to try and order them again!" Needless to say I didn't bother. Suspect they're getting too big and can't get a handle on the operations any more. I'm also another young person that doesn't appreciate the "young language"

JReacher1

laurajane100 wrote: »

Ha don't be ridiculous, when on earth is it acceptable to say "wow that's a bummer" to someone about their order going missing?! I don't mind colloquial language in marketing Etc but when dealing with a complaint I think it's safer to err on the side of politeness and professionalism.. I'm 30, I like fashion and clothes and like the style that ASOS offers, however I do not like the casual way they deal with customer service issues, does this mean I have to trundle off and only buy clothes from m&s now?! And there are people of all ages being irritated by them on facebook and Twitter.

As for the problems with yodel etc, fine, but like I've said throughout this thread its the fact that customers are kept in the dark, no updates re delays and responses from customer service taking days and days.

Also what happened to being able to phone someone and speak to them about your order? This whole social media-only thing is clearly to cut costs at the expense of customer service.

As I've said some people prefer the more personable language you obviously don't.

Personally I find it annoying when I complain to a company and I just get a standard generic apology. A more personal response makes a refreshing change.

You appear to not like ASOS's business approach so I do suggest you do shop elsewhere. You are never forced to shop anywhere and if the customer service annoys you its best not to deal with them.

laurajane100_2

JReacher1 wrote: »

As I've said some people prefer the more personable language you obviously don't.

Personally I find it annoying when I complain to a company and I just get a standard generic apology. A more personal response makes a refreshing change.

You appear to not like ASOS's business approach so I do suggest you do shop elsewhere. You are never forced to shop anywhere and if the customer service annoys you its best not to deal with them.

Yeah I think we're gonna have to beg to differ over whether not delivering items people have bought and then ignoring enquires about said items counts as a "business approach"...

JReacher1

laurajane100 wrote: »

Yeah I think we're gonna have to beg to differ over whether not delivering items people have bought and then ignoring enquires about said items counts as a "business approach"...

But it is how they run their business.....

laurajane100_2

JReacher1 wrote: »

But it is how they run their business.....

That's different to a business approach, if you applied for a business loan with that concept I'm pretty sure you'd be turned down.

In fact they advertise a kind of business and service that they fail to deliver on.

JReacher1

laurajane100 wrote: »

That's different to a business approach, if you applied for a business loan with that concept I'm pretty sure you'd be turned down.

In fact they advertise a kind of business and service that they fail to deliver on.

Approvers of a business loan looks at the business plan. Eg costs, revenue and profit forecasts.

They wouldn't look at whether the customer service responses were causal and only available via social media

laurajane100_2

JReacher1 wrote: »

Approvers of a business loan looks at the business plan. Eg costs, revenue and profit forecasts.

They wouldn't look at whether the customer service responses were causal and only available via social media

Look we could go round in circles arguing this, I don't think a good business plan includes annoying your customers so much that they never return.

You're probably right that they've researched and found their core customer base is young and therefore casual and colloquial language works, and that's fine in marketing contexts but if someone responds to a query about hundred pounds worth of missing goods, 5 or 6 days later with "boo that sucks!" or "oh that's a bummer!", they're gonna be irritated no matter how old they are.

But no I won't be buying from them again, this most recent experience has been the last straw for me..

Rogerandwendy

Me too, well said.

It's nice to know I'm not the only one that hates their stupid half apologies.